‘For every action there is an equal and opposite reaction’, someone once said. A web version of this seems to be the response of some hotels to ‘gag’ sites like Trip Advisor, at least the customer reviews section. In the screengrab below you can see (just) that helpfully unhelpful travel and access information has been used by someone, presumably working for InterContinental, to relegate real customer reviews out of site of the casual visitor. The second screengrab shows the real customer reviews (ironically nearly all flattering) buried two pages below.

If there was ever an industry that is going to feel the full force of consumer empowerment via 2.0 tools it is the travel industry. See here Stelios on the subject. But the old command and control method of management and communication is still very much in evidence.

[tags] Stelios, Trip Advisor [/tags]

Categories Technology

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